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BT Halo 3+ installation problem

Sarah82 — Sat, 25 Mar 2023 07:00:42 GMT

Openreach installed full fibre on Wednesday, upgrading us. We still have no connection 4 days later. The engineer says the connection into the house is fine, BT say our account has been updated and is set on full fibre. They even sent another smart hub but that hasn't resolved the issue. We have a technician booked for Monday. Has anyone experienced this and what was the issue?

Re: BT Halo 3+ installation problem

Keith_Beddoe — Sat, 25 Mar 2023 07:11:43 GMT

@Sarah82

Welcome to this user forum for BT Retail phone and broadband customers.

Has BT said that your broadband service has now been activated?

I suspect that you will have to wait until Monday, if BT say that they cannot see any fault on the service.

What colour are the lights on the BT Smart Hub 2?

Re: BT Halo 3+ installation problem

imjolly — Sat, 25 Mar 2023 09:54:19 GMT

did you ensure the setting for FTTP in hub advanced settings is set to on and cable from ONT is connected to port 4 on SH2

Re: BT Halo 3+ installation problem

Sarah82 — Sat, 25 Mar 2023 13:01:13 GMT

Thanks.

FTTP is on on advanced settings.

There is only one Ethernet port and we have plugged in the red end cat 6 cable there. And connected to WAN port on SH2 router.

Re: BT Halo 3+ installation problem

Sarah82 — Sat, 25 Mar 2023 13:03:41 GMT

Thanks. BT have confirmed the service is active. Colour is solid orange on SH2.

I think you are right about waiting - am very intrigued though as to what the issue is!

Re: BT Halo 3+ installation problem

Sarah82 — Mon, 27 Mar 2023 16:42:18 GMT

Day 6 update. Technican from BT came round and advised not a setup problem, likely an openreach issue. So been referred back to openreach. Feel like we are going round in circles!

Re: BT Halo 3+ installation problem

Les-Gibson — Mon, 27 Mar 2023 17:38:59 GMT

Check the LED's on the ONT (the white box that the hub is cabled to)

LOS should be out with not a single flicker

PON should be illuminated with not a single flicker

Re: BT Halo 3+ installation problem

Sarah82 — Mon, 27 Mar 2023 19:13:54 GMT

Thanks. PON is solid yellow. There is no LOS?

Re: BT Halo 3+ installation problem

Les-Gibson — Tue, 28 Mar 2023 10:38:00 GMT

There are different versions of the ONT but as far as I'm aware they all have a LOS indicator.

Yellow doesn't sound right at all, I would expect PON to be green.

Check here and see which ONT is yours.

What do the lights on the Openreach modem mean? | BT Help

Re: BT Halo 3+ installation problem

Sarah82 — Tue, 28 Mar 2023 12:13:52 GMT

Maybe green rather than yellow (my eyes!) But no LOS?

Re: BT Halo 3+ installation problem

Les-Gibson — Tue, 28 Mar 2023 18:11:28 GMT

I notice from the picture you posted that there is no alarm, this would maybe (??) suggest that the line is OK. Are you sure that the Red tipped LAN cable is correctly plugged in at both ends (try pushing it further in) and connected into the correct port on the hub? (it will only work if plugged into port 4)

Re: BT Halo 3+ installation problem

Sarah82 — Tue, 28 Mar 2023 18:39:52 GMT

Yep, we are sure everything is where it should be. The technician checked this also. Despite BT saying that openeach would be in touch within 24 hours that hasn't happened so I've had to reach out to BT again. The amount of hours spent on this! Bit worried we're going to fall in between BT and Openreach in arguing where the issue lies!

Re: BT Halo 3+ installation problem

licquorice — Tue, 28 Mar 2023 19:20:09 GMT

The solid orange on the router and the green ONT lights indicate that the physical circuit is all in place but the account hasn't been activated properly.

Re: BT Halo 3+ installation problem

Sarah82 — Tue, 28 Mar 2023 19:37:46 GMT

Is that a BT issue or wholesale/openreach? They are currently passing the blame.

Re: BT Halo 3+ installation problem

DavidM — Tue, 28 Mar 2023 19:41:57 GMT

Hi @Sarah82 and welcome to our community.

I'm sorry there are problems getting you connected. I've had a read through the thread and it looks like you've done everything possible at your side. I suspect you might have an ONT mismatch but I can check that for you. I've dropped you a private message so please reply with the details and we'll take it from there.

Cheers

David

Re: BT Halo 3+ installation problem

Sarah82 — Thu, 30 Mar 2023 11:54:19 GMT

RESOLVED! In case this helps anyone else.... BT managed to book us in with an openreach engineer this morning (not a subcontractor like the installation). He made one phonecall to DSOT, the guy at the end rebuilt our profile at their end and hey presto it works. Basically the computer was saying no. Openreach engineer says this should have been resolved at installation (by the subcontractor) who shouldn't have left until we had a connection. Thanks to everyone for your help on this!

Re: BT Halo 3+ installation problem

NeilO — Thu, 30 Mar 2023 11:57:41 GMT

Hi @Sarah82 Thats great, thanks for updating the thread. I'm glad the Openreach engineer sorted this for you.

Neil